Beschreibung
Job Title: Technical Architect - Business Transformation (Bi-Lingual German and English speaking)
Type: Contract
Duration: 6 months with extensions
Location: Mannheim, Germany
Rate: Up to €820 per day
Start: ASAP
Purpose of role
The Technical Architect owns the IT Solution which will support and underpin business change and efficiencies. It is expected the Technical Architect will have delivered and worked within the Customer Services sector and delivered IT solutions into large scale business change programmes.
The Technical Architect will own and drive forward all elements of the Customer Services technology solution including:
- Telephony Platform (eg Avaya, Genesys and Interactive Intelligence)
- Network Services (eg WAN, LAN etc.)
- Omni-channel customer engagement design and deployment including realising business benefits
- Customer engagement via digital channels including interactive web site design, mobile application design and development.
- Infrastructure services including knowledge of Servers (virtual and physical), storage, performance, resilience and scalability.
- Application Services including exposure to CRM, Knowledge Management,
- IT Service delivery and management including knowledge of ITIL, Service Desk, Service Management including SLAs and OLAs.
- Approaches to systems integration including basic point to point file transfer and message based eg web services.
- Market focus including Telecommunications and Customer Services
- Supplier engagement and selection including running RFPs and competitive tenders
- Delivering innovation and thinking 'out-of-the-box'
- Security including managing and storing customer data
- Technical contract discussions
- Owning and managing IT costs (in conjunction with Commercial team)
The Technical Architect engages within our client's UK Divisions, customer and supplier levels including business user, business manager and up to Director/CxO level, to understand the business and technical requirements, required outcomes, customer needs and aspirations, cost and efficiency targets.
The Technical Architect must specify the high level requirements and then bring together and drive a strong technology team including a number of internal and external Subject Matter Experts (SMEs) to design, brainstorm, develop, evolve and innovate the optimum technology solution (without traditional line authority).
The Technical Architect must challenge and review multiple options and ideas and decide which solution delivers the best value, technology and business outcomes, lowest risk versus reward and highest chance of delivering the business benefits. The Technical Architect must guide the solutions where possible to preferred approaches to ensure deliverability and sustainability and also keep up with both market and our client's innovation and organisation.
The Technical Architect must have a strong delivery pedigree and be confident in presenting and communicating to all levels of internal and customer audiences within the delivery and sales cycle. The Technical Architect must be able to clearly articulate and convey what he/she fully understands to be the business problem and challenge, why the technology solution will solve business issues, and drive the required outcomes including influencing skills up, down and all around the organisation.
Key Capabilities